Customer Service Verbal Communication Techniques

For effective verbal or spoken communication, there are various factors that can't be completely separated from other essential interpersonal skills, such as non-verbal communication, listening abilities and clarification.

Remaining calm, ensuring clarity of speech, being polite, focused and attentive, and following some essential rules of manners and etiquette will all assist the verbal communication process.

Your communication skills will determine your chances of securing a deal - from your opening pitch to your concluding statements. Building up your vocal, questioning and conversational skills will enable you to develop a strong initial introduction by attaining trust and establishing credibility.

Effective communication and commanding problem-solving skills are the most essential requirements for customer service staff. Call centre representatives must be able to listen well and communicate effectively verbally. Communication becomes the most important factor for those managing clients’ inquiries and complaints.

This insightful unit focuses on verbal communication techniques and describes the four Es of an effective telephone voice and a service image.

You will discover the various characteristics of verbal communication and learn how to analyse the role of body language over the phone.